Position OverviewThe WFM Scheduling Analyst will be responsible for the schedules of the employees in the company, essentially for those who are working as Operations Customer Experts. As the workflow in the company changes on a daily and weekly basis, it is important to know which employees are available to work, which skills they possess, the best work schedule, and the best workplace for each one. The main goal is to maximize the productivity of the company and the employees’ satisfaction.Key ResponsibilitiesAutomatic Allocation: Manage the automatic allocation of schedules to Operations Customer Experts in order to ensure operational service levels, meet legal requirements, and achieve resource optimization.Requirements Analysis: Analyze requirements regarding how many employees are needed for each workplace.Stakeholder Collaboration: Discuss the working schedules of employees with managers.Database Management: Provide help with the updating of databases with relevant information about employees.Schedule Validation: Create and validate working schedules, assuring support in solving schedule deviations; elaboration of permanent schedules; and Customer Service Representatives selection for new project training and ongoing projects.Training Coordination: Schedule employees for training programs in cases where the company selects employees for a workplace that requires new skills and knowledge.Cross-Departmental Interaction: Interact with other departments in order to improve or maximize project results.Continuous Improvement: Be an active part of the process of continuous improvement, proposing improvement and innovation methods across the department and the company (producing fresh and imaginative ideas and solutions).Compliance & Policy: Communicate any known infractions of the Corporate Policies and procedures to Teleperformance Management immediately.Required QualificationsHigher Education Degree: Preferential.Language: Fluency in English.Experience: Two to five years in Contact Centers and shared services for international markets and/or related industries.